Complaints

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• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After speaking with their customer support a few times, on January 12, 2024 I purchased the Spectralight UV SL-550 model that was suggested by their staff for $1,774.00. On their website, it says that their products fit any make and model of hot tub, which is why I purchased it. The website primarily has the term pool used, so I confirmed with their support that that model also was for hot tubs/spas which he, ****, confirmed. I received the product and it is about 4 feet long and about 6 inches in diameter, which will absolutely not fit in my, or I imagine, most hot tub enclosures. In order for it to fit, I would have to cut open the paneling on the tub and have it be exposed and open, while then proceeding to cut the piping within to attach it. Which would obviously void the warranty on the hot tub I just purchased, as well as making the enclosure ineffective. This does not constitute as fitting any make and model, if you have to cut open and destroy what you are attaching it to. I contacted their support to return it, which they accepted and ******* was helpful through that process. However, I asked about how to return it and they do not pay to have it returned. She gave me an estimated quote for *** at about $100. I had it shipped back to them and it ended up being almost $200 by ***. On the site, they claim a 30 day risk free trial, me having to pay $200 to return something is a risk and that is not stated that you will be on the hook for returning a multiple parcel giant item. I would like to be refunded what I paid for in shipping for something that was falsely advertised and incorrectly suggested to me. These absolutely do not fit every make and model and that should not be stated, had that statement not have been listed I would not have purchased this product.

  Business Response

  Date: 03/19/2024

  Customer placed an order for SL 550 for his hot tub and upon arrival found it wasn't going to be a good fit. He had spoken with sales to get more information and assistance with picking out a unit, but requested to return it on 01/25/24 as it wasn't going to fit inside the housing of the hot tub. The customer was provided return instructions and multiple quotes of shipping estimates from carrier websites for the return. The return ended up costing the customer more than was estimated, which can happen due to delivery exceptions and the price of fuel. Customer was provided a refund for their purchase, but per our return policy, we do not provide free return shipping, nor refund return shipping charges.  This policy is stated on our website, as well as in the product manual.  The link on our website: **************************************************************************************************; I will attach a copy of the policy that is provided in the manual.  

  Customer Answer

  Date: 03/22/2024

  Complaint: 21283868
  
  I am rejecting this response because:

  The website states that the product fits all makes and models of hot tubs, which was also confirmed by the Spectralight team after I asked them specifically. This is not true. It should not be listed as such nor should I have been told after further inquiry that it is. 

  If you have to jeopardize the integrity of the hot tub to get the unit to fit, it does not fit. It wasn't just not going to be a good fit, in no way would it fit at all. This is false advertising and I would have not purchased the product had the website not stated that, and then further told by the staff that it would fit. 

  I understand the return policy but this sale should not have been made in the first place, the staff should have informed me of whatever explanation they have for how they expect these to fit when I inquired. 

  
  Regards,
  
  ***********************